category • 7 POSTS

Proactive Support

What if you could discover and solve for customer pain points before customers report them? Proactive support is a CX-focused initiative to bridge the gap between customer pain and customer feedback.

8 Actions You Can Take Now to Prepare Your Business for the Next Normal

The actions your organization takes now will define how you fare post-crisis. Here are eight you should consider....

Natasha Wahid on

Put a Face to the Problem: Personalized Video Customer Support

What if you could scale the personalized help from your customer support? Wistia's CEO shares how to use video to take support solutions from one to many....

Guest Author on

What is Session Replay Useful For?

Session replay (a.k.a. session recordings or playback) can speed bug fixes, give support superpowers, boost conversion rates, help understand UX, and more....

Justin Owings on

The Future of Customer Service: What’s Next for Proactive Support

We’ve covered What is Proactive Support? and How Proactive Support is Done Today. Now it’s time to imagine what the future of...

Justin Owings on

How Proactive Support is Done Today

A look at implementing proactive support through culture, organizational structure, tools and metrics. In our last post — What is Proactive Support?, we defined proactive...

Justin Owings on

What is Proactive Support?

The evolution of customer experience. When Leon Leonwood Beanfirst — better known as L.L. Bean — started selling mail-order boots to hunters in 1912, his...

Justin Owings on